target audience: TECH SUPPLIER  Publication date: May 2024 - Document type: IDC Survey - Doc  Document number: # US52148822

LOB Role Versus IT Role: Perception of External Services Providers' Use of AI/GenAI in Their Delivery of Services

By:  Erin Hichman Loading


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This IDC Survey covers GenAI implications for external service providers, specifically comparing the IT role with the LOB role, which are defined as follows:

  • IT role: IT, data, cybersecurity, telecommunications, or networking role
  • LOB role: Line-of-business role (e.g., marketing, sales, human resources, operations, supply chain, finance, accounting, legal, production)

IDC's Future Enterprise Resiliency and Spending Survey, Wave 1, received 881 respondents in North America, Asia/Pacific, and Western Europe. The survey was conducted in January 2024 while IT leaders were starting to execute on initial GenAI plans and developing longer-term road maps.


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